3. Something that must happen if an IT
service, process, plan, project or other
activity is to succeed.
CSF
4. • Key performance indicators are used to
measure the achievement of critical success
factors
• A metric that is used to help manage an IT
service, process, plan, project or other
activity
KPI
5. • Vision Statement
– To be known for our superior customer service and
satisfaction
• Goal
– To reduce the number of dissatisfied customers by
25% in one year
6. • KPI
– 90% customer complaint resolution
– 75% customer complaint resolution with satisfied
customer
• Team Member KRA
– The weekly percentage difference in complaints
handled that result in satisfied customers versus
unsatisfied customers
7. • Vision Statement
– To become number one coffee chain in Pune City
by 2017 in terms of market share
• Mission
– Introducing new product lines and coffee
beverages every 3 months
– Securing finance for expansion
– Coming up with online booking systems and
making coffee a worth to remember experience for
customers
8. 8
• CSFs
– Successful relationship with suppliers
– Attracting and satisfying new customers
– Securing finance for introducing new product line
• KPI
– Gain in market share by 1% every month
– Sustain 98% customer satisfaction rate
– Ensure the capacity is utilized by an average of
90%